Senior Insurance Customer Experience Associate – Surplus Lines & Regulatory Compliance Specialist – Remote, US‑Based – Champion Client Success, Compliance Excellence, and Innovation at brighthush

About brighthush

brighthush is a trailblazer in the insurance technology landscape, delivering cutting‑edge workflow solutions, data‑driven analytics, and process‑engineering expertise to carriers, brokers, wholesalers, and MGAs. With a partner network that spans more than 2,000 industry leaders, we empower our clients to streamline operations, elevate compliance, and accelerate growth. Our relentless focus on innovation, customer success, and continuous learning earned us a spot on the Inc. 5000 list for 16 consecutive years—placing us in the top 0.02% of repeat honorees across all sectors. At brighthush, we believe the best results come from the best people, and we’re proud to offer a collaborative, inclusive environment where every team member can thrive.

Why Join brighthush?

Working at brighthush means being part of a forward‑thinking organization that is reshaping how insurance professionals operate. Our remote, flexible model empowers you to balance work and life while staying connected to a vibrant, high‑performing team. You’ll have the chance to influence product development, shape client experience strategies, and grow your career in a fast‑moving industry that is constantly evolving.

Role Overview

As a Senior Insurance Customer Experience Associate – Surplus Lines & Regulatory Compliance Specialist, you will serve as the first line of support for our valued clients. Your role is pivotal in ensuring that every interaction—whether a phone call, email, or chat—reflects the high standards of service that brighthush is known for. You will process regulatory compliance tasks, assist with client intake, and provide sales support, all while building trust and fostering long‑term partnerships with our clients.

Key Responsibilities

• Handle inbound and outbound customer inquiries via phone, email, and chat, delivering timely and accurate information.
• Process regulatory compliance tasks, client intake forms, and sales support requests with precision and efficiency.
• Provide exceptional customer service by actively listening, empathizing, and resolving issues in a professional manner.
• De‑escalate frustrated or upset customers, turning challenging situations into positive outcomes.
• Collaborate with cross‑functional teams—such as Compliance, Sales, and Technical Support—to ensure seamless service delivery.
• Maintain meticulous documentation of all customer interactions, task completions, and follow‑up actions in our CRM and internal systems.
• Identify opportunities for process improvement and share insights with the team to enhance overall customer experience.
• Stay current on industry regulations, product knowledge, and company policies to provide accurate guidance to clients.
• Participate in ongoing training and professional development sessions to sharpen skills and stay ahead of industry trends.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Proficiency in Microsoft Office Suite (Word, Outlook, Access, Excel) with advanced Excel skills.
• Strong written and verbal communication skills, capable of conveying complex information clearly and concisely.
• Customer‑centric mindset with a passion for solving problems and delivering outstanding service.
• Detail‑oriented and process‑focused, ensuring accurate documentation and adherence to compliance standards.
• Technological proficiency—quick to learn, navigate, and troubleshoot a variety of internal and external systems.
• Located in the Central Time Zone (or willing to adjust schedule to accommodate client needs).
• Experience in a customer service or call center environment, preferably within the insurance or financial services industry.

Preferred Qualifications

• Previous experience in surplus lines insurance or regulatory compliance roles.
• Knowledge of insurance terminology, policy structures, and industry regulations.
• Experience with CRM platforms (e.g., brighthush) and ticketing systems.
• Demonstrated ability to work independently in a remote setting while maintaining high productivity.
• Strong analytical skills, with the ability to interpret data and provide actionable insights.

Skills & Competencies

• Communication Excellence – Articulate ideas clearly, listen actively, and adapt tone to diverse audiences.
• Problem Solving – Quickly diagnose issues, think critically, and propose effective solutions.
• Empathy & Emotional Intelligence – Understand customer emotions, respond with compassion, and build rapport.
• Time Management – Prioritize tasks, meet deadlines, and manage multiple concurrent requests.
• Team Collaboration – Work seamlessly with colleagues across departments to achieve shared goals.
• Adaptability – Thrive in a fast‑moving environment, embrace change, and continuously improve processes.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibility. As a Customer Experience Associate, you will gain exposure to the full spectrum of our operations—from compliance to sales to technology. We offer a structured career ladder that includes opportunities to move into senior support roles, team lead positions, or specialized tracks such as Compliance Analyst, Process Improvement Specialist, or Customer Success Manager. Our internal mentorship program pairs new hires with seasoned professionals, ensuring you receive guidance, feedback, and the knowledge needed to excel.

We also invest heavily in continuous learning. You will have access to a robust library of e‑learning modules, industry certifications, and quarterly workshops led by industry experts. Whether you’re looking to deepen your knowledge of insurance regulations or sharpen your technical skills, brighthush provides the resources to help you grow.

Work Environment & Culture

brighthush is built on a foundation of Commitment to Community, Teamwork, Passion for Excellence, Service‑Centricity, and Best Self. Our culture is defined by collaboration, transparency, and a relentless focus on delivering value to our clients. We celebrate diversity, encourage open dialogue, and foster an environment where every voice is heard.

As a fully remote team, you’ll enjoy the flexibility to work from anywhere in the United States, while still feeling connected through regular virtual team meetings, social events, and cross‑departmental initiatives. We provide the tools and technology you need to succeed—high‑speed internet, ergonomic equipment, and a comprehensive IT support system.

Compensation & Benefits

Our compensation package is designed to attract and retain top talent. The hourly rate for this role ranges from $11.25 to $23.94, depending on experience, location, and skill set. In addition to competitive pay, you’ll receive:

• Annual performance bonus eligibility.
• Full coverage of medical, dental, and vision benefits starting on Day 1.
• 401(k) plan with employer match, vesting from Day 1.
• Generous paid time off (PTO) policy, including paid holidays and floating holidays.
• Flexible work schedule to accommodate personal and professional commitments.
• Access to wellness programs, mental health resources, and employee assistance programs.
• Professional development budget for certifications, conferences, and training.

Application Process

Ready to join a dynamic, growth‑oriented team? Submit your application through our careers portal. If your profile aligns with our requirements, a member of our Talent Acquisition team will reach out to schedule a Zoom interview. The interview process typically includes:

• Behavioral interview with Talent Acquisition.
• Online talent assessment.
• Interview with the Hiring Manager.
• Optional additional interviews based on role or further evaluation.

We evaluate candidates at each stage, and not all applicants will complete every step. We appreciate your interest and encourage you to apply even if you feel you may not meet every requirement—many of our best hires came from diverse backgrounds and skill sets.

Equal Employment Opportunity

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind, ensuring a safe and respectful workplace for everyone.

Join brighthush Today

If you’re passionate about delivering world‑class customer service, thrive in a fast‑paced environment, and want to make a tangible impact on the insurance industry, we want to hear from you. Bring your expertise, curiosity, and drive to brighthush, and together we’ll shape the future of insurance technology.